With this literature survey we want to gain insight into current international developments with regard to the use of social/new media for crisis communication. Our main research question for this survey is:
Which current international developments (latest insights) can be detected pertaining to the use of social/new media for crisis communication, and what is the impact there of?
Our sub-questions to get an answer on the main question are: What is social media?
What is crisis communication and in which ways do you use crisis communication? What are the trends and developments in the field of crisis communication? In which ways can social media be deployed to implement crisis communication?
Based on this research, we hope to provide you some guidance which can be extended to any crisis.
Figures tells us that 96% of the Dutch inhabitants have Internet access and a mayor part of this group makes use of social media (CBS, 2012). However, still there is a lot of discussion regarding the right use of social media. Especially with crisis communication the right use of social media can be very crucial.
From this we hope to make a recommendation to improve, facilitate and accelerate crisis communication in the future.
Table of content
1. What is social media? 5
2. What is crisis communication and in which ways do you use crisis communication? 6 3. What are the trends and developments in the field of crisis communication? 7 4. In which ways can social media be deployed to implement crisis communication? 8 Conclusion / Mean question 9
List of sources 10Example
To start the survey we have chosen an example crisis. We choose KLM and the eruption of the volcano on Iceland. At that time all the air traffic was taken down, because of the smoke, caused by the eruption. Many travellers got stuck on their holidays. KLM was also affected by this crisis situation. They made personal contact with the travellers and made sure they had a place to stay. KLM’s CEO informed everybody via a personal video on YouTube. He informed everybody about the situation and about the precautions they were going to take to make sure every traveller with KLM would have a place to stay and got back home as soon as possible. Their strategy was to inform everybody and explained the situation. They had an open attitude and by have the CEO in the video, they showed KLM was taking the crisis serious and they took enough afford to solve the problems. The image of KLM got much better with this way of crisis management.
What is social media?
Social media are interactive online platforms where the user is connected to others and they create the content by sharing information. The latter is also called 'user generated content'. That information may be in the form of text, image and sound. Since the advent of Web 2.0, where usability and underlying technologies on the web interaction easier, it just grows faster. The concepts of social media and Web 2.0 go hand in hand, although some believe that social media exists before that time.
The most popular social media channel
An example of social media is the most popular social media channel: Facebook, which recently has one billion monthly active users (Facebook, 2012). In the Netherlands, Facebook is third of the most visited websites and is actively used by 4.8 million Dutch people. As in many other social media channels, anyone can own a profile and provide formatting information, such as interests or work experience.
In this way it is more easily to find your online friends. On Facebook and other social media you can also use groups (communities). Within this group you’re able to send messages to a selected group of Facebook users. Also you can choose the degree of privacy (public or private). Other examples of social media, in order of popularity in the Netherlands are, YouTube (video sharing worldwide), LinkedIn (business...
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